Head of Customer Success
Hybrid / Full time
Details
About the Company and the Role
At System-3, we are a fast-growing HR-tech start-up based in Toronto, Canada. Our company is dedicated to identifying leadership excellence through our innovative Leadership Simulation solution. Our simulation measures whether current or emerging leaders deploy today’s must-have leadership competencies when under executive pressure. Our clients use our solution for identifying emerging talent, succession planning, and executive selection.
We’re seeking a dynamic and results-oriented Head of Customer Success to build and lead our customer success initiatives, scale key accounts, and drive team performance. If you have a background in HR consulting, SaaS, or HR technology, and a passion for building impactful client partnerships, this role is for you. A bonus is if you have a concrete understanding of the sales cycle and process.
Position Overview:
As the Head of Customer Success, you will over see the Customer Success Team, manage high-value accounts, and serve as a strategic partner to our clients. You will lead efforts to enhance client satisfaction, retention, and drive client penetration and growth, working closely with cross-functional teams to deliver exceptional outcomes.
Location: Hybrid, Toronto, ON
The ideal candidate will have
Experience:
· 8+ years of experience in account management, customer success, or consulting.
· Experience in SaaS, HR Consulting, HR Tech, or Executive Search is a strong plus.
· Proven ability to manage and grow client accounts, achieving measurable results.
· Familiarity with startup and corporate environments is highly preferred.
Core Competencies:
· Strategic thinker with a focus on achieving organizational goals.
· Winning and growing an account and converting project revenue into repeatrevenue.
· Interpersonal and leadership skills, with the ability to mentor and inspirea team.
· Project management skills with a track record of delivering complexinitiatives.
· Process-oriented with attention to detail and a focus on execution.
Responsibilities
Key Responsibilities:
Account Leadership and Growth:
· Lead the Customer Success Team, ensuring alignment with organizational goals.
· Scale and grow key accounts through strategic initiatives, project management, and proactive relationship management.
· Act as the primary point of contact for key clients, building and maintaining strong relationships.
· Serve as a trusted advisor, aligning client goals with product capabilities.
· Oversee the onboarding and integration of new clients, ensuring a seamless experience.
Team Leadership and Development:
· Set team objective, strategies and ensure targets are met.
· Build, mentor and guide the Customer Success Team, fostering a culture of excellence and accountability.
· Collaborate with leadership to align client strategies with broader business objectives.
Operational Excellence:
· Collaborate with internal teams to deliver high-quality client solutions and projects.
· Drive process improvements to enhance the efficiency and scalability of customer success initiatives.
· Provide insights and feedback to support product development and innovation.
Why Join Us?
· Build and lead a high-performing Customer Success Team with significant client impact.
· Be part of a collaborative, innovative, and fast-paced environment.
· Enjoy hybrid flexibility and competitive compensation in a Toronto-based role.
System-3 is committed to building a team of talented and diverse people to drive our business. Our core commitment is to bring objective data to talent selection and development, thereby building a pipeline of diverse executive leaders. If our mission resonates, please apply. We are excited to get to know you!